Complaints Procedure for Removals and Storage

This complaints procedure explains how customers using our removals and storage services can raise concerns and how we will respond. Our aim is to resolve issues promptly, fairly and transparently, and to use all feedback to improve our moving and storage operations.

1. Purpose of this complaints procedure

The purpose of this procedure is to provide a clear route for customers to:

• Report concerns about any aspect of our removals or storage service
• Understand how their complaint will be handled and the timescales involved
• Receive a considered response and, where appropriate, a suitable remedy
• Be treated with courtesy, confidentiality and respect at all times

This procedure applies to all services we provide, including home removals, business moves, packing, loading and unloading, and short or long term storage.

2. What we consider a complaint

A complaint is any expression of dissatisfaction about our services, whether justified or not, that requires a response. This may relate to:

• The standard or quality of removals or storage services
• Conduct, attitude or professionalism of staff or contractors
• Care and handling of goods, including packing and transportation
• Adherence to agreed dates, timescales or service specifications
• Administration of bookings, documentation or payments
• Communication before, during or after a move or storage period

Raising an issue early, even if you are unsure whether it is a formal complaint, helps us put things right quickly.

3. How to make a complaint

We encourage customers to raise any concerns as soon as possible so they can be addressed promptly. You can make a complaint in writing or verbally. When doing so, please provide the following information to help us investigate:

• Your full name and the address where the service was provided
• The date of your move or storage check in and, if applicable, check out
• A clear description of what went wrong and when it occurred
• Names or descriptions of any staff involved, if known
• Details of any loss or damage to property or goods
• What outcome or resolution you are seeking

If your complaint arises during a move, please inform the team on site where possible so they can try to resolve the matter immediately. You are also welcome to contact our office to report the issue in more detail.

4. Acknowledging your complaint

Once we receive your complaint, we will record it in our internal system and allocate it to an appropriate manager. We will acknowledge receipt within a reasonable timeframe, confirming that your complaint is being investigated and, where possible, giving you an indication of when you can expect a full response.

5. Investigation and assessment

Your complaint will be reviewed by a manager who was not directly responsible for the issue wherever possible. The investigation may include:

• Reviewing booking details, inventories and service records
• Taking statements from staff involved in your removal or storage
• Examining photographs, condition reports or delivery notes
• Assessing relevant terms of our service agreement and any insurance cover

We may contact you during this stage if we need more information or clarification. Our objective is to understand what happened, whether our standards were met, and what action is appropriate.

6. Response and outcome

After the investigation is complete, we will provide a clear, written response setting out:

• A summary of your complaint
• The findings of our investigation
• Any factors that contributed to the issue
• Our decision about whether your complaint is upheld in full, in part, or not upheld
• Any proposed remedy, which may include an apology, corrective action, service improvements or, where appropriate, compensation in line with our terms and any applicable insurance

We aim to resolve most complaints within a reasonable time. If the matter is complex or requires further investigation, we will keep you informed of progress and revised timeframes.

7. Escalation if you remain dissatisfied

If you are not satisfied with our initial response, you may request a further review. Your complaint will then be escalated to a senior manager who will re examine the case, taking into account any additional information you provide.

Following this review, we will confirm our final position in writing, explaining the reasons for our decision and any steps we will take to prevent similar issues in future.

8. Claims for loss or damage

If your complaint involves loss of or damage to goods during removals or storage, we will follow our standard claims process in addition to this complaints procedure. This may include requesting evidence such as photographs, purchase invoices or valuations.

Any settlement will be considered in line with the terms of our contract, any limits of liability agreed, and the level of cover you selected for your move or storage. We will explain clearly how any offer is calculated.

9. Confidentiality and data protection

All complaints are handled in confidence and only shared with staff who need the information to investigate and respond. Any personal data provided will be processed in accordance with our data protection obligations and used only for managing your complaint and improving our removals and storage services.

10. Using feedback to improve our service

We record and review complaints on a regular basis to identify patterns and areas where our moving and storage processes can be strengthened. This may include additional staff training, changes to packing or handling procedures, or improvements to communication with customers before and after their move.

By following this procedure, we aim to ensure that all customers of our removals and storage services in our operating area receive a consistent, fair and respectful response whenever they raise a concern.